Contact Center Agent

Job Description

Job Description

SUMMARY

 

The Contact Center serves as the primary touchpoint for members, delivering exceptional member service by resolving inquiries on the first contact while actively identifying opportunities to recommend relevant products and services. This role balances efficient inquiry resolution, proactive account maintenance, and consultative sales to maximize customer satisfaction and retention, troubleshoot issues/problems, process requested transactions and provide general information. Must be knowledgeable and able to communicate the credit union’s current policies and procedures. They must maintain a professional demeanor/attitude and project such through any communication with the member. Contact center agents are scheduled during operating hours, including Saturdays. The individual must have the desire and passion to grow and continually learn in an ever-changing financial and operational environment.

RESPONSIBILITIES

• Treat all members in a courteous and professional manner.
• Handle incoming and outgoing calls while maintaining member confidentiality.
• Handle incoming chats while maintaining member confidentiality.
• Manage and update member databases with important information for each member.
• Resolve member inquiries, issues, and requests on the initial contact through active listening, accurate policy application, and root-cause problem solving.
• Assist members through the full account lifecycle by opening checking, savings, and CD accounts, performing ongoing maintenance, and executing account closures.
• Start, process, and book member loan applications by accurately gathering information and evaluating documentation.
• Process and complete all functions concerning Online Banking, Mobile Banking, Message Pay payments, Zelle, Transfer Now and Bill Pay
• Identify member needs and generate member interest, offer tailored solutions, products, or service upgrades.
• Educate members on self-service digital platforms to streamline future interactions.
• Provide personalized member service by responding to the needs of the member including
• but not limited to retrieving check copies, process/order plastic cards, retrieve statement copies, process transfer/payment requests.
• Resolve member conflicts and conduct research as needed.
• Route calls and emails to appropriate resources and complete call logs and notes in a timely manner.
• Process returned mail.
• Answer questions and inquires from prospective members to grow the credit union membership.
• Participate in training opportunities provided to keep job knowledge up to date.
• Accomplishes sales goals and organization mission by completing related results as needed.
• Completes other duties as assigned.

QUALIFICATIONS                                                                                                                                                                                  

Required:

 

• One year of experience in a customer service position
• Strong problem-solving skills with high attention to detail
• Navigate multiple database systems and software platforms simultaneously while engaging with members.
• Excellent phone skills including verbal communication and listening skills
• Ability to multitask and has an attention to detail
• Must work well in a team environment
• Excellent computer skills
• Strong verbal and written communication skills

 

Preferred:

• Previous experience in financial institution
• Knowledgeable of Fiserv Portico Core processing system and ancillary application systems

\nCompany Description

Har‐co Credit Union is committed to delivering exceptional financial services to our members while supporting the communities we serve. We value integrity, service, and strong relationships with our members and partners.
Har-co believes in equal employment opportunity for all individuals without regard to race, color, religion, sex, age, national origin, marital status, physical or mental disability, status as a Vietnam Era veteran, or for any other reason or category protected by Federal, State, or local law. This policy extends to all terms, conditions and privileges of employment and participation in all activities sponsored by Har-co.

Company Description

Har‐co Credit Union is committed to delivering exceptional financial services to our members while supporting the communities we serve. We value integrity, service, and strong relationships with our members and partners.\r\nHar-co believes in equal employment opportunity for all individuals without regard to race, color, religion, sex, age, national origin, marital status, physical or mental disability, status as a Vietnam Era veteran, or for any other reason or category protected by Federal, State, or local law. This policy extends to all terms, conditions and privileges of employment and participation in all activities sponsored by Har-co.